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Expert consulting

Transforming customer experiences with precision.

Ad hoc and project-based consulting, advisory and interim management services - delivered by specialists who have built and run the operations they advise on.

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Contact centre agent in a headset reviewing documents with a colleague

Service 01

Assessments and Audits

Our assessments and audits thoroughly evaluate your contact centre’s performance against industry standards, identifying areas for improvement and driving operational excellence. We provide actionable insights and benchmarks to enhance efficiency and effectiveness in your customer interactions.

  • Operational efficiency & effectiveness audits
  • Baselining and benchmarking
  • Technical evaluations & recommendations
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Service 02

Operational Design

Our operational design services focus on crafting bespoke business process frameworks, workforce management solutions and comprehensive operational costing models. By integrating these elements, we help optimise resource allocation and streamline your operational workflows for superior customer satisfaction.

  • Business process design & mapping
  • Workforce management & scheduling
  • Operational & process costing models
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Service 03

Training and Mentoring

We offer targeted training and mentoring programmes designed to empower your contact centre management teams. Our learning strategies enhance skills and elevate performance, ensuring that staff are equipped to deliver excellent customer service and drive business success.

  • Learning & development strategies
  • Management development & mentoring
  • Staff and management evaluation
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Service 04

Advisory Support

Our advisory support encompasses interim management and strategic guidance to enhance customer satisfaction. We collaborate closely with your leadership team to implement best practices and foster a culture committed to excellence, ultimately driving improvements in customer engagement and loyalty.

  • Interim contact centre management
  • Start-up workshops & counselling
  • RFI, RFP & RFQ development and tender evaluation
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Service 05

Executive Engagement

We help organisations strengthen executive engagement by connecting leadership teams with the people, insights and decisions that shape customer and business outcomes. Our approach brings together strategic insight, practical guidance and leadership alignment so executives can make informed decisions, drive meaningful change and deliver sustainable results.

  • Leadership alignment
  • Strategic insight & market intelligence
  • Organisational structures & job specifications

The full scope

CX, BPO/GBS and contact centre services include, but are not limited to:

Whatever the challenge in your customer operation, there is a specialist in our network who has solved it before.

  1. 01General call centre start-up workshops and counselling
  2. 02Call centre optimisation
  3. 03Functional requirement specifications, RFIs, RFPs and RFQs
  4. 04Tender publishing and evaluation services
  5. 05Operational efficiency and effectiveness audits
  6. 06Call centre baselining and benchmarking
  7. 07Business process design, re-engineering and mapping
  8. 08Staff and management evaluation methodologies
  9. 09Customer service and staff satisfaction surveys and reporting tools
  10. 10Technical evaluations and recommendations
  11. 11Organisational structures, job and job-function specifications
  12. 12Learning and development strategies and methods
  13. 13Workforce management and scheduling models
  14. 14Operational costing models and process-model costing
  15. 15Call centre management development and mentoring
  16. 16Contact centre assessments, audits and benchmarking

Streamlining operations

One specialist, or the whole network.

When appropriate, we work individually or as a group of consultants and skills-development specialists to deliver additional services including business process design, quality assurance, workforce management and optimisation, skills development and training, and contact centre operational costing models.

  1. AssessmentWe begin with a thorough evaluation of your current processes to identify areas for improvement.
  2. DesignOur team creates tailored operational designs that enhance efficiency and customer experience.
  3. ImplementationWe support you through the execution phase, ensuring a smooth transition to optimised workflows.
Contact centre agents working at their desks in a modern office

Let’s talk

Let’s find the right specialist for you.

Tell us about the challenge in your customer operation, and we’ll match you with the consultant - or team - best placed to solve it.

Start a conversation info@ccxconsult.com